Martin Zamora
McAllen,TX
Summary
Results-oriented Mobile Repair and Activation Supervisor skilled in improving team performance through data-driven coaching and engagement strategies. Expertise in team leadership and data analysis, with a focus on enhancing customer satisfaction. Experienced in guiding teams through transitions and implementing effective conflict resolution and communication strategies to achieve organizational objectives.
Overview
6
6
years of professional experience
Work History
Mobile Repair and Activation Supervisor
Charter Spectrum
McAllen, Texas
02.2023 - Current
- Led a high-performing team of agents during critical departmental transition to mobile repair, ensuring seamless service continuity and technical proficiency.
- Achieved S.O.M.O.S Silver Award for top supervisor performance by maintaining elite standards in service and team metrics.
- Executed data-driven coaching strategies to enhance service accessibility metrics and customer satisfaction scores.
- Guided multiple agents to promotions to rep II, rep III, and lead roles.
- Tracked employee performance, attendance, leave requests, and disciplinary actions to ensure compliance and support development.
- Conducted weekly meetings with team members to discuss upcoming tasks and project deadlines.
- Led cultural change initiative for overnight team to align with organizational goals.
- Cultivated a high-engagement culture through creative performance competitions and active participation in site-wide initiatives.
Internet and Voice Repair Supervisor
Charter Spectrum
McAllen, Texas
02.2020 - 02.2023
- Managed daily operations of internet and voice department, resulting in improved team performance.
- Formulated and executed coaching strategies, resulting in higher first call resolution rates.
- Monitored call center metrics to refine workflows and optimize operations.
- Resolved complex customer issues escalated from team members efficiently.
- Developed training plans for new hires and existing staff to ensure adherence to best customer service practices.
- Enforced policies, procedures, and standards related to customer service operations.
- Assisted with recruitment by screening resumes, conducting interviews, and making hiring recommendations.
- Recognized as Employee of Month twice for outstanding leadership and KPI achievement.
Education
Some College (No Degree) - International Business Management
The University of Texas Rio Grande Valley
Edinburg, TXSkills
- Technical management
- Data analysis
- Team leadership
- Customer service excellence
- Conflict resolution
- Critical thinking
- Adaptability
- Communication skills
Accomplishments
Top Performer Award, Q3 2025
Timeline
Mobile Repair and Activation Supervisor
Charter Spectrum
02.2023 - Current
Internet and Voice Repair Supervisor
Charter Spectrum
02.2020 - 02.2023
Some College (No Degree) - International Business Management
The University of Texas Rio Grande Valley